Assistant Manager/Manager, Service Delivery

Job Description

About Us

Headquartered in Singapore, SATS Ltd. is one of the world's largest providers of air cargo handling services and Asia's leading airline caterer. SATS Gateway Services provides airfreight and ground handling services including passenger services, ramp and baggage handling, aviation security services, aircraft cleaning and aviation laundry. SATS Food Solutions serves airlines and institutions, and operates central kitchens with large-scale food production and distribution capabilities for a wide range of cuisines.

SATS is present in the Asia-Pacific, the Americas, Europe, the Middle East and Africa, powering an interconnected world of trade, travel and taste. Following the acquisition of Worldwide Flight Services (WFS) in 2023, the combined SATS and WFS network operates over 225 stations in 27 countries. These cover trade routes responsible for more than 50% of global air cargo volume. SATS has been listed on the Singapore Exchange since May 2000. For more information, please visit www.sats.com.sg

Why Join Us

At SATS, people are our greatest asset and we build our success on the knowledge, expertise and performance of every contributor, by embracing diversity and uniqueness. As part of our holistic approach and commitment to embracing FAM (Fulfilling, Appreciated, Meaningful) in the workplace, we offer the runway to develop Fulfilling careers that foster your career growth, recognising and Appreciating the strength of talent and capabilities that we continue to build internally; and inspiring and encouraging each other to make Meaningful contributions in the work we do at SATS.

Key Responsibilities

Own day-to-day Service Delivery for assigned local airline accounts and industry partners, ensuring SLA commitments are met, service issues are coordinated, and customers receive timely and accurate updates. Partner with Operations, Quality, and Commercial teams to support service recovery and performance transparency. For global/network accounts, provide Singapore Hub inputs to support cross-regional coordination led by Senior Managers.

• Manage service delivery for assigned airline accounts and industry partners, ensuring clear SLA expectations and proactive risk management.
• Coordinate customer-impacting service issues, driving recovery actions and timely resolution with relevant stakeholders.
• Prepare and communicate accurate service performance updates using approved data and agreed narratives.
• Support airline review meetings and stakeholder engagements, ensuring follow-up actions are tracked to closure.
• Identify recurring issues and emerging service risks, escalating material concerns with recommendations.
• Ensure customer communications are aligned with agreed internal positions and service narratives.
• Provide Singapore Hub service inputs for global/network accounts to support regional account management.
• Maintain accurate documentation of SLAs, service issues, actions, and renewal timelines.
• Partner with Insights teams to interpret performance outputs and support service reporting.
  
  

Key Requirements

• With 6 to 10 years experience in operations, service management, airline support, or customer‑facing operational roles, with experience managing teams and stakeholders.
• Proven experience managing airline customers, SLAs, and service recovery in complex, time-critical environments.
• Strong working knowledge of Cargo and/or Ground Handling operations, including operational constraints and service risks.
• Strong ability to influence without direct authority, across Operations, Commercial, and other support functions.
• Strong written and verbal communication skills, with ability to tailor messaging across different audience and especially under pressure.
• Ability to manage multiple service issues concurrently.
• Comfortable managing sensitive customer conversations and escalations.
• Highly motivated, detail-oriented and able to manage priorities in a fast-paced environment.